Senior Quantitative User Experience Researcher - Support Quality & Trust

Customer Insights is looking for a senior quantitative user experience researcher to join our Trust team. 

At Cash App, UX Researchers work closely with cross-functional partners to build world-class, end-to-end features that solve many of the world’s most important and interesting financial problems for millions of customers. We employ a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. The UX Research team is at the frontier of shaping new and innovative solutions across categories like personal finance, commerce, crypto, community and culture.

The researcher who fills this role will be responsible for leading perception measurement on areas related to user bad experiences (safety, security, support) across the product development cycle. This role will leverage quantitative skills from survey measurement and design to behavioral (log) data analysis. Our preferred candidate will have experience nimbly switching between product spaces and building and navigating partnerships with Design and Product, as well as DS and ENG. 

As the role primarily focuses on topics related to trust, prior experience in Trust and Safety is a plus.

You will: 

• Lead the development of a robust survey-based measurement and perception metric strategy for company priority initiatives in the Trust domain (fraud, risk, safety, security, support, access)
• Support survey based evaluation of business critical launches in the Trust domain
• Demonstrate extraordinary stakeholder management skills, aligning regularly horizontally and vertically with cross-functional partners across Product, Data Science, Customer Support, Legal, Compliance, and Design 
• Owns and drives a research agenda that helps to identify and understand new areas of opportunity, quantify risks, and aid in decision-making across Cash App
• Informing and de-risking crucial decisions, and building a robust and diverse set of product solutions
• Lead, scope, and execute end-to-end strategic and tactical research throughout the product development cycle, answering exploratory and foundational questions, supporting product development, and evaluating post-launch product success
• Leverage survey and behavioral data to make decisions and evaluate the impact of our products. 
• Demonstrate methodological rigor and skill, and serve as a subject matter expert for quantitative methods and survey methodologies 
• Communicate results clearly, succinctly, and effectively up, down, and sideways
• Mentor fellow ICs in research best practices, as well as soft skills such as stakeholder management  

Qualifications

You have:

• 8+ years’ of relevant experience in user experience, applied research and/or product research 
• 1+ year in a trust and safety environment
• Experience with and skilled in at least three or more of the following skills: statistical inference, survey methodology, regression modeling, exploratory data analysis, and experimental design
• Experience coding with R, SQL, STATA, SPSS or equivalent
• Experience communicating analyses and results to diverse audiences
• Experience partnering with Data Science and Engineering to design experiments, set metric goals, etc 
• Ability to connect business problems to measurable outcomes through the development of key performance indicators and metrics that are reflective of the user experience, connecting user research to behaviors and/or revenue
• Experience initiating and driving research projects to completion with minimal guidance
• Demonstrated experience in designing original research to address complex questions
• Ability to oversee multiple, simultaneous research projects
• Extreme empathy for the customer, your teammates, and the company mission
• Composure in the face of ambiguity and an ability to effectively work with multiple leadership styles
• Unmatched attention to detail and due diligence
• Creativity and ingenuity in leveraging new data sources    

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $180,000 - USD $270,000 Zone B: USD $171,000 - USD $256,600 Zone C: USD $162,000 - USD $243,000 Zone D: USD $153,000 - USD $229,600

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.

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